Jackie in Silver

How do we ship?

NEW YORK CITY

We offer domestic shipping through USPS First Class, USPS Priority Mail, or UPS Ground. We offer FREE shipping on orders over $150. Items normally arrive 1 business day after your item has been shipped. You can also pick-up in studio by making an appointment here.

DOMESTIC

We offer domestic shipping through USPS First Class, USPS Priority Mail, or UPS Ground. We offer FREE shipping on orders over $150. Items normally arrive 2-3 business days after your item has been shipped. Orders ship from New York City.

CANADA

USPS (recommended) - We offer shipping through first class package (7-21 business days) or priority international mail (6-10 business days). Both are great affordable options, however it is not inclusive of duties. They also charge an additional handling fee of $9.95. You will be charged directly by Canada Post once the shoes arrive in Canada. Please see a general sales tax and duties breakdown by province below:

*sales tax calculated from total cost of order + shipping

DHL - The fastest option (1-3 business days). They charge an additional $11 or 2.5% of the total duties (whatever is higher) plus a $5 service fee for brokerage. You will be charged directly by DHL once the shoes arrive in Canada.

Shipping Comparison - See an example of an order shipped to Ontario below:

UNITED KINGDOM

USPS (recommended) - We offer shipping through First Class Int'l (7-21 business days) and Priority Mail Int'l (6-10 business days) and both are great affordable options, however they not inclusive of duties. You will be charged directly by Royal Mail once the shoes arrive in the UK. They charge an £8 handling fee. They will also add an 8% duty and 20% VAT on orders over £135. Please see pricing examples below:

* Price includes shipping cost 

DHL -The fastest option (2-3 business days). You will be charged directly by DHL once the shoes arrive in the UK. They will charge a 9.5% fuel surcharge (as of Feb 2020) and an advance payment/disbursement fee of 2% of duties ($15.00 minimum) on top of duties and taxes.

Shipping Comparison - See an example of an order shipped to the UK:

CALCULATING YOUR TOTAL COST WHEN ORDERING INTERNATIONALLY

Order Price + Shipping + Duties/Taxes + Brokerage Fees = Total Price
 

Disclaimer: We have represented the taxes, duties, fees and brokerage costs to the best of our abilities but don't guarantee accuracy.

How do I return my order?

Having second thoughts about your purchase? It’s OK – we are here to help!

If for any reason you are not satisfied with your order, please email us at info@alterreny.com  and we will send you a return label. Just put it on the same mailing box you received it in and drop it off at your local post office.

We will accept any unworn items fully packaged within 14 business days unless it is a sale item. All "sale" items are final sale. We do not offer returns on gift cards.

We appreciate that you have supported our small business and hope that you understand that we cannot cover the costs for return shipping. Once your item/s have been returned, the return shipping cost will be deducted from your refund amount unless it is a part of the Just Try It program (see details below).

All merchandise must be unworn and in the same condition it was received. Products must be returned in the original box and/or packaging.

It can take around two weeks for your return package to reach us and be processed by our returns team. You will be notified by email once your refund has been applied.

Just Try It Program:
We know that buying shoes is tough online. We try to be as thorough as we can about how our shoes will fit but know that nothing is more convincing than just trying them on. That's why we will pay for the return shipping on your first order and you can try Alterre risk free!

If you bought your first pair on sale, we offer exchanges on size for first orders based on availability and will cover shipping back to you once you return them.

Unfortunately the "Just Try It" program is only offered to domestic customers at this time.

Refund Processing:
The refund will be applied to the credit card or other method of payment initially used to make the purchase. Please note that depending on your financial institution, it may take an additional 2-10 business days after your credit is applied for it to be reflected on your statement if you used a credit card (up to 30 days for internationally-issued cards).

How do I exchange my order?

We are happy to exchange your order within 14 days of the original order date. Just send it back in it's original packaging as a return and re-order your exchange. The return shipping on your first order (part of the Just Try It program) will be free. After that, the return shipping will be deducted from your return amount.

If your original order was made with a promotion that is no longer running, please contact us so we can manually process it.

If you would like to expedite your refund processing before you place the exchange order, please contact us.

Have any questions?

Contact the Alterre Customer Loyalty team via email: info@alterreny.com and we will get back to you as soon as possible.